Holzer Consolidated Health System deploys CareTech Solutions Service Desk

CareTech Solutions (www.caretech.com), an information technology (IT) and Web products and services provider for more than 150 U.S. hospitals, announced today, that Holzer Consolidated Health System (www.holzer.org) in Gallipolis, Ohio, selected the company's 24/7 Service Desk and Infrastructure Performance Monitoring solution for its six-facility integrated delivery network.

"Holzer needed an IT partner that could quickly resolve everything from clinical application questions to password resets," said John Allen, CIO of Holzer Consolidated Health Systems.  "With CareTech running our help desk, the hospital IT staff can now focus on the integration and implementation of a new technology infrastructure, and new financial and clinical applications."

"It's important to keep the support needs of hospital physicians, clinicians and staff in mind when deploying new applications," said Jim Giordano, president and CEO, CareTech Solutions. "When patient care is the number one priority, the last thing hospital administrators need is a staff frustrated with IT systems and procedures.  CareTech's Service Desk was designed with the hospital staff in mind, featuring a clinical-application trained staff with a level one, first call resolution average of 97 percent."

CareTech Solutions Service Desk is staffed 24/7/365 with more than 100 client support analysts who respond to approximately 60,000 calls per month utilizing a proprietary information technology infrastructure knowledge base that supports all major hospital clinical applications including: Allscripts, Carecast, Centricity, Cerner, Epic, IDX, McKesson, Meditech, and Nextgen.

Other key features of the CareTech Solutions Service Desk include:

• Services scalable to the size and scope of the hospital's needs; currently supporting clients with 50 to over 20,000 calls per month.
• Integration of hospital IT tools into a dashboard view for proactive monitoring of hospital infrastructure and applications. The dashboard enables Service Desk support analysts to immediately identify the call source, and proactively respond to early-detection system alerts.  
• Monthly client reports covering Service Desk monitoring, system performance, service level agreement metrics, and general customer feedback.
• Customized service request tool to streamline internal processes and eliminate paperwork for routine requests such as system access, cell phone requisitions, pager tracking, general repairs and other incidents.
• Optional physician-only hotline.
• Clinically-focused support analysts based in the United States.